ComplaintsforSentriLock LLC

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have fully integrated SentriLock into my listing services, based on how the service worked. Now that the process has changed 100% and is a disruptive and dysfunctional process my business has been damaged. I have purchased several of these boxes and have printed material that include them as a part of my process. The process no longer works not that Sentrilock will no longer provide codes to agents through the MLS. Not all agents use Sentrilock (I hope that number users drops based on the overall frustration of agents) so there are two apps. The app I have been using is subpar & problematic to begin with and doesn't work on the ******* platform. The process of agents generating codes is dysfunctional, I have had issues with showings on my listings and have replaced all of my Sentrilocks with manual lockboxes. I want a refund for all my Sentrilock and at least a partial credit if not a full refund for materials that I have to reprint

  Business response

  05/15/2024

  Good afternoon,

   

  My name is Chuck S****** and I am the Chief Technical Officer for SentriLock and I am writing in response to your recent letter regarding a complaint received by **** ****** of ******** ** regarding our service. For reference, your ID number ********.

   

  SentriLock is a 20+ year old company that has been servicing the real estate market since its inception and have over 400,000 customers today across North America. Our goal since we started has been to provide our customers with the most secure managed access in the industry. Our lockboxes hold the key to consumer’s home across the country. In many cases, this may be the largest investment that person or persons will ever make, and we take the responsibility seriously.

   

  During our time in the industry, we have partnered with many vendors that also serve the same customer, but in some different capacities. In this particular circumstance, we have partnered with a showing service vendor whom the mutual customer schedules showings on properties in their area. In some cases, not all members of their local real estate board subscribe to all services be it ours or others. There are also non-licensed people in the industry that may need access to a property. One of our unique features about our services is what is called a One-Day Code which give a code that can be entered into the box and good only for that day it was generated. This code can be generated for one of the aforementioned persons, in order to help them access a property. As a partner in the industry, SentriLock has made the ability for third parties, including this customer’s showing service, the ability to generated One-Day codes for their members via an API we made available to them.

   

  This particular API was created over 15 years ago and has reached its useful life as well as posing a security risk to hackers and other potential bad actors. As a result, SentriLock wrote a new API based on improved security, reliability and better monitoring of its performance. As far back as April of 2023, SentriLock made its partners aware of this change and the need for those vendors to begin the process of developing for use of the new API so that we could retire the old one. We gave an original deadline of 12/31/23 to have this completed and when we would shut down the old API and convert them to new one. When we were nearing that deadline, it was clear this vendor was not going to be able to meet the predefined deadline. And in the interest of our mutual customers, we extended that deadline to 03/31/24. When we were nearing that re-established deadline, we determined that the security risk was no longer something we could continue to take and thus moved forward with shutting down the old API even though the vendor was still not ready. We were nearing a year since they were made aware of this change to an API I will state we have never charged them or our customer a penny to use.

   

  We have worked with the vendor on multiple occasions to help move development along, but it is not a situation we can control. With a recent ransomware attack in 2023 of another vendor in the market, which took their system down for nearly 2 months, I’m sure you can understand this is not something to take lightly. And while I sympathize with any impact this may have had on this particular agent, we did offer the same functionality to the vendor in a new API, they just have not acted on it, even as I write you today. I also want to make you aware that this agent has the ability today, and will continue to have, to generate a One-Day Code themselves or have any of their staff / co-workers that they may be working with to generate a One-Day Code through their SentriKey Real Estate system. Last I will add that those agents working in this market that also use the SentriKey Real Estate system have access to our lockboxes without the use of a One-Day Code via their mobile app.

   

  I would be happy to discuss this over the phone if requested but I hope the details above help provide a full picture of the situation.

   

  Customer response

  05/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. This is not a true statement based on what we have been told in the market. Further if the product is obsolete and will not be upadated, I want a refund. Why shouls the consumer suffer because of petty squables with Sentrilock and it's vendors? I have purchased several of these and want a refund.
  
  Regards,
  
  **** ******
  

  Business response

  05/17/2024

  While the One-Day Codes may not be available, *** ****** has the ability to use the SentriLock product through the SentriKey Real Estate app.  This app has been available to him all along, but it appears he has made a choice not to use it.  Therefore we will not be issuing a refund.  

  Customer response

  06/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Not all agents have or want the Sentrilock app, which is subpar by the way... I always got a code because the app is unpredictable and not user friendly. Issuing codes through the MLS is the cornerstone of why this service made sense. My complaint is not about me acessing Sentrilock but other agents not being able to easily access my listings. I purched these lockboxes based on how the system provided acces to properties. The process has changed, I had no voice in the matter. The new process is an untennable failure and I want a refund for the now usleless lockboxes that I purchased. 

  
  Regards,
  
  **** ******
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I demand a refund for an app I just paid for to access lockboxes for my real estate business. I was billed $165 for this app which had to be paid by the end of this month. However, I am just learning that this app is no longer compatible with my Android version 9 due to technical changes in their app. The company knew this but didn't disclose the changes until they collected money. We agents are sick and tired of being taken advantage of by the ******** *********** ** ******** and our state and local boards who are nothing but marketing lobbies for the greedy elite corporations. They are out to destroy our business as they continue to sell us out.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩